ComplaintsforEvergreen Subaru

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my vehicle to them to diagnose. Came back as needed a whole new engine, and turbocharger. Before picking the car up from being completed it had a coolant leak and it was fixed. Picked up the car and had to bring it back to them 2 plus times for poor running. Kept telling me nothings wrong. Drove the car on a trip and overheated due to a worn hose to the turbocharger that should have been replaced when that and the engine was. Was told Id need to tear apart the engine and pay an additional **** to fix the car and than offered to buy the car for a lowball offer of ****. After I just paid over 9500$ To them. They call me to tell me they changed the hose and the cars all good. I called them out about the lady trying to tell me i need to redo the engine again and they tell me well to do it right yes, but as of right now its ok. Long story short I have had my car back for a short period of time since theyve done the work, paid them all this money, have had nothing but issues and when it finally lets go im tossed to the side. My emails have been ignored.

  Business response

  08/29/2022

  *********************** brought his 2016 Subaru WRX STi with ******* miles to us for service for the first time ever with a bad motor. We had never previously seen this vehicle. There was a previous repair by a different used car dealer that was not Subaru certified in another state that led to motor failure. Functioning as an advocate for the customer we were able to get the majority of the motor and labor time covered under warranty by Subaru of America. Unknown to the customer was the extent of the damage that motor has already sustained by the poor workmanship of the former selling dealer, not Evergreen Subaru. ************ indicated that he wanted many other parts replaced in the course of the engine repair. We did as we were told and replaced those parts at **************** expense. The vehicle despite the new parts is still a 2016 with almost ******* miles that had been previously improperly serviced by another non-Subaru dealer.
  
  Most recently after having traveled over ***** miles since we had completed our repairs on the motor ************ was on a trip in ******, **. While in ****** the car developed a pinhole leak in a coolant hose (a part which he did not have replaced) and proceeded to drive the car in an overheating state for hours until he reached home. As a result of this driver inflicted damage, there is the potential that he has ruined the work that was previously done. ************ did bring the car back to us again at ******* miles during which we did replace the hose at OUR expense out of the goodness of our hearts. At that time we once again returned the car to the customer, it was running properly. As previously stated, we did indicate to ************ that there is a chance him did long term engine damage by driving the car with a coolant leak in an overheating state.

  Customer response

  08/30/2022

  The motor was not repaired it was replaced with all brand new components. Also the turbo was replaced. The hose that connects the turbo to the motor was not replaced and it should have been. They replaced various other hoses as I told them to replace everything so it is all brand new. Yes I drove the car ***** miles but in that whole time I brought the car back to them 3-4 times for it not running correctly. And their exact words were to drive it till something happens. I feared a major issue happening and didnt want to drive it till it was fixed and even told the manager that while I sat down with him in his office, Im sure there is a video recording of that conversation they have. I did exactly what they told me to do. Having it previously worked on before they got it does not matter as evergreen was suppose to put ALL brand new parts to make the car right. So that excuse cannot be made. The long list of parts I paid to replace not repair proves that.

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

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